Product Advisor IV - El Segundo Service Center

Rivian • El Segundo, CA

4d • Onsite

About The Position

Rivian is seeking a Product Advisor IV to join its Field Sales organization at the El Segundo Service Center. The role builds relationships with prospective customers, grows the Rivian community, and owns the customer journey by delivering personalized experiences through in-person interactions, educational drives, phone, text, and email. The Product Advisor educates and inspires customers about Rivian products and services while contributing to a high-performance culture.

The successful candidate takes a customer-first, flexible, and solution-oriented approach, and is comfortable navigating ambiguity and unexpected challenges. The role focuses on creating memorable customer experiences that promote brand loyalty, customer satisfaction, and conversion. It also includes team support, location operations, event execution, and work to improve the customer experience.

Requirements

• At least 21 years of age.
• High school diploma, GED, or another recognized high school equivalency credential.
• A proven track record in a high-velocity customer engagement cycle, from prospecting through closing, in a commission-based environment.
• Experience succeeding in a fast-paced, dynamic startup environment with continuous iteration and change.
• Experience using CRM systems; Salesforce is preferred.
• Strong written and verbal communication and collaboration skills.
• Ability to work a flexible schedule supporting customers on nights, weekends, and/or holidays.
• Ability and willingness to travel as needed for events, new market launches, and other support.
• Working knowledge of Microsoft Word, Excel, PowerPoint, and Teams, and Google Workspace, with the ability to learn new tools quickly.
• Comfort operating large, high-performance vehicles and conducting customer demo drives.
• Valid driver’s license in the state or province of residence where the employee will operate a vehicle, or in the state where the employee commutes daily.
• No drug- or alcohol-related driving incidents in the last three years; no more than one serious moving violation in the last three years; and no driving-related license suspension or revocation within a three-to-five-year period. Candidates are subject to continuous Motor Vehicle Record monitoring.
• Ability to obtain and maintain local sales licenses where applicable.
• Willingness to work in a full-service retail location or service center, outdoors, and operate vehicles in unpredictable weather.
• Ability to perform physical tasks that may include sitting for two or more hours at a time; standing for up to eight or more hours a day; walking, bending, kneeling, lying down, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 pounds.
• Frequent use of hands for grasping, using tools, entering data, writing communications, and calling customers or internal partners.
• Strong understanding of written and spoken English, and ability to read and interpret documents such as regulations, safety rules, operating and maintenance instructions, and schematics.
• Energetic, enthusiastic, and engaging customer interaction style.
• Ability to understand and articulate concepts in technology and automotive fields.
• Resilience and ability to overcome objections through active listening and critical thinking.
• Ability to multitask while maintaining exceptional work quality.
• Ability to work effectively both independently and as part of a team.
• Ability to learn quickly, thrive in a fast-paced environment, and adapt to changing timelines.
• Commitment to elevating the customer experience and consistently delighting and engaging the Rivian community.

Nice To Haves

• Four or more years of experience in sales, retail, hospitality, or a similar field.
• Experience with top-tier or premium brands, direct-to-consumer models, commission-based environments, or automotive sales.
• Additional language skills.

Responsibilities

• Achieve or exceed monthly and quarterly targets and key performance indicators, including demo drive volume, pipeline management, conversion support, customer satisfaction, and NPS.
• Deliver an authentic, engaging, educational, and best-in-class customer experience aligned with Rivian’s values and culture.
• Engage, qualify, and support leads, following up throughout the customer journey to improve satisfaction, repeat business, and referrals.
• Provide static and dynamic product demonstrations, identify customer needs through open-ended questions, and recommend suitable products and services.
• Maintain and share in-depth knowledge of Rivian products, services, features, benefits, and community stories.
• Build and manage a healthy customer pipeline through responsive service and long-term relationships.
• Host and support retail activations and experiential events to generate demand and connect with the Rivian community.
• Gather and study customer feedback to identify pain points and opportunities for continuous improvement.
• Stay informed about automotive and EV competitors and trends, build product value, and address customer objections.
• Share successful strategies, best practices, and feedback with teammates to promote learning and collaboration.
• Resolve customer escalations promptly and route outstanding issues to appropriate teams.
• Communicate business trends and data to leadership, including recommendations on opportunities.
• Support and motivate team members by providing direction and feedback, and coach for exceptional service and performance.
• Perform keyholder opening and closing duties, follow policies and procedures, complete operational checklists, lead team huddles, and write daily business recaps.
• Carry out daily operational duties, including back-of-house upkeep, food and beverage support, shipping and receiving, general space upkeep, cleaning, visual displays, and event support as needed.
• Follow operational frameworks, best practices, and playbooks to provide a strong experience for community members and team members.
• Take on additional projects, duties, and assignments as required or requested by commercial leadership.

Benefits

• Paid vacation.
• Paid sick leave.
• Life, medical, dental, vision, short-term disability, and long-term disability insurance benefits for eligible employees.
• Opportunity to participate in Rivian’s 401(k) Plan, subject to eligibility requirements.
• Employee Stock Purchase Program, subject to eligibility requirements.
• Full-time employee benefits coverage is effective on the first day of employment; part-time coverage is effective the first of the month after 90 days of employment.
• Uncapped commission payments according to the plan’s terms and conditions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED